Communication is a much misinterpreted word. When we talk about communicating effectively we tend to think of "making ourselves understood". But in a bid to be understood we often forget what comes first - listening.
When employees complain about "communication" in their company they rarely mean there is a lack of information. In fact, they are usually overwhelmed with information. It's just that it isn't the kind of information they want. They don't receive the kind of information they want because no one really listens.
An example - Employees feel unappreciated. Because of this they ask for a pay rise.
They get a pay rise but they still feel unappreciated. Management conclude that they can't do anything to improve the situation and that there must be something wrong with these people who, despite their pay rise, continue to complain about appreciation.
To me the problem could have been resolved if management had listened...not just to the words but to the intention behind the words. They would have seen that what was being communicated wasn't a request for more money but more praise, acknowledgement, appreciation, attention, recognition...and any number of other simple, cheap but powerful leadership behaviours.
As an outsider to these situations it always seems more obvious to me. After all, I am not invested in the outcome. Decisions don't have implications to me directly. However, listening is a skill which can be honed and improved meaning it is possible to really listen, even when what you are hearing is hard to take.
Next time you consider improving communication is your company consider carefully whether what is needed is more information or more listening.
(p.s. remember my new book, The Recipe for Success, is available now on Amazon)
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